Until about a decade ago, the consumer goods industry was best represented by local grocery stores, malls, and sales representatives. Today, the consumer goods industry is as pervasive as mobile technology. However, the fast-moving consumer goods (FMCG) industry's digitalization push isn't limited to the front end. The US$49 billion industry, as estimated by the India Brand Equity Foundation, is sedulously harnessing the potential of technology to streamline the bac

This is the golden age of services, and, we're told, every company must turn itself into a service business to thrive and prosper. Executives swear by the world's service-centric view, but internally, they confess to one niggling concern: most businesses either don't know how or don't care about efficiently delivering after-sales services. Top managements the world over treat aftermarket services as a mere afterthought. Table of Contents Challenging TouchPoints in T